Following the original Electronic Document Delivery (EDD) trial using Blackwell's Uncover Service, a number of recommendations were made which led to an investigation into other document delivery services available on the market. The criteria used to decide which services would best suit the needs of the user, and the University of Bath Library staff who would be carrying out the trial are outlined in the first article of this two-part series (Williams).
Two services were recommended for further trial, the BL Urgent Action Service (BLUA) and the Delft University of Technology Document Delivery Service (TUDELFT). BLUA was used as it was already familiar to the library staff and because of its extensive coverage. TUDELFT was decided on because of the low cost and because the majority of requests in the past had been science and technology requests. It was hoped that TUDELFT would be able to accommodate most of the requests.
A total of £2,000 was made available from Library funds to run the service initially for six months starting August 1996. If the service became so popular that it became administratively difficult to run, the service would be withdrawn immediately. The trial eventually finished at the end of the Easter vacation in April 1997.
A review of the service took place in December 1996. Overall it was felt that the service was running well.
In the 4 months since the trial began:-
137 requests had been processed; 7 had not been supplied and 6 were returned as they were already on our shelves; 10 had not been collected; 58 staff/postgrads used the service; 115 titles had been provided; 50% of the £2,000 allocation was spent
A questionnaire was sent to all users in December 1996 - 19/45 replies were returned.
|What do you use the service for?||13/19 replied that they had required information urgently||12/19 also felt it was an alternative to ILLs||8/19 more convenient than filling out ILL forms|
|How do you order articles via EDD||100% electronically||16/19 of them via the Web page.||0% by hand|
|"ease of use"||18 replies said that was either good or excellent||9 Excellent
|How good has the response rate been?||3 <24 hours||10 24-48 hours||8 other|
|Have you been satisfied with the response?||16 yes||2 no||1 no answer|
|Have you been satisfied with the quality of print?||12 good||4 excellent||1 fair
2 no answer
|Do you want to see the service continued?||19/19 yes|
|Would it be useful as a complementary service to ILLs?||18/19 yes||1 no answer|
|Would EDD be an acceptable alternative to cancelling a subscription||9/19 answered yes||7/19 answered no||2 N/A|
The following table illustrates the length of time taken to process and deliver requests by the 2 service providers. In total 271 requests were made. 74.6% of those provided by TUDELFT and 56.4% provided by the BL were delivered within 48 hours.
However, of the 271 requests made (the majority of which were science and technology requests) TUDELFT were only able to provide just over 50%. At first they were able to provide a very high percentage of the requests, but as they trial continued this reduced to virtually a 50/50 split.
|Delivery Time||British Library UA||%||TUDELFT||%|
|4 - 48 hours||75||56.4||103||74.6|
|48 - 52 hours||14||10.5||11||8|
* requests ordered and supplied over a weekend.
The statistics showed that in the 9 months the trial ran, 271 requests were made by 85 different people. The two highest requesting Departments were Biology and Chemistry; most of these requests were satisfied by TUDELFT. The third highest requesting school was Management; most of these requests were satisfied by BL Urgent Action.
Considering the high proportion of science and technology articles requested, it was disappointing that TUDELFT only managed to provide just over 50%.
At £5.19 per article TUDELFT were 2½ times cheaper than the BL and about 3 times cheaper than Blackwells. BL's and TUDELFT prices are guaranteed for articles under 50 pages, whereas Uncover's prices are dependent on the individual copyright charges made per article .
BL articles were sent out by first class post to the Library, so we were dependant on the postal service - but overall found the service very effective. TUDELFT articles were sent via ftp which were received by the Customer Services Librarian and then sent to the Library laser printers. Uncover was the most popular service with the users because the articles were faxed directly to the requester as required.
Very good quality from both BL and TUDELFT. One of the main criticisms of Uncover had been the quality of the faxes particularly for articles with diagrams and tables.
Most requests were made by email which were printed and then faxed to BL, or forwarded straight to TUDELFT. Uncover had its own request system, which was very time consuming as all the information had to be re-keyed.
All requests were directly sent to BL or TUDELFT without having to search a database first to check if the order could be processed. With Uncover, the database had to be searched first, which was one of the major problems with the service, because searching and access was so slow, and very frustrating.
Uncover did not provide this service at the time the trial was being carried out. BL confirmed whether or not they could process the request within a couple of hours of receiving the order. TUDELFT were variable, sometimes confirming quickly, other times not actually confirming the order was going to be processed until after the article had arrived. This caused some problems as we were sending most of the orders to TUDELFT first and then onto the BL if they could not process the order. This was particularly frustrating for the users who required the articles urgently, .
BL payments made by the voucher scheme so no increased workload. Accounts were set up with TUDELFT and Uncover who debited them after each transaction.
Copyright declarations were required for all requests from the BL and TUDELFT. The forms were signed by the requester on collection of the article from the Library. Uncover were able to fax articles directly to the requester because a copyright charge per article was included as part of the service.
All 3 services have a very good back up service, although as the trial continued, the responses from TUDELFT were very variable. In some cases the article arrived before the message confirming that they were processing the order. Near to the end of the trial, it was felt that TUDELFT was getting slower in replying and providing articles.
The BL service has been used by the University of Bath for a number of years, and therefore we are used to the administration required.
TUDELFT was administratively more difficult to set up initially because all the procedures were done electronically. This took time to get used to and a few procedures needed to be "tweaked". It was also time consuming getting the article because of the number of commands needed to retrieve the articles from the server. A macro however could solve this.
Both the BL and Uncover services sent the article in a format which could be used immediately.
TUDELFT became a very paper administrative service. All the information about a request needed to be on paper to help with the customer service side of the service.
Uncover was frustrating because of having to rekey the information and search the database, but overall was very easy to handle administratively.
With TUDELFT we had some problems which were peculiar to OUR environment.
The feedback from the trial showed that the main uses of EDD are:-
The results of the trials suggest that BLUA is an efficient and easy to use service, but expensive. Although initially difficult to get used to, 50% of the requests were processed by TUDELFT, with 75% of those requests being processed within 48 hours. In balance the comparatively low cost of the service outweighs the potential problems. Although Uncover was popular with the users, access and searching the database was too slow, it is expensive and the poor quality of the faxes make it an unacceptable service at the present time.
The University of Bath Library staff would like to develop an EDD service further, but the costs of implementing and integrating new procedures into the ILLs department is not feasible at present with the possibility of a new library system being implemented in 1998.
However once implementation of a new system takes place, it is recommended that EDD is offered as part of the ILLs service.
Until then, starting in September 1997 the following service will be offered to the Departments:-
Implications for the Departments:
WILLIAMS, F (1997) Electronic Document Delivery - a trial in an academic library.
ARIADNE issue 10, July 15
My grateful thanks to Pat Heynes, Customer Services Librarian, University of Bath for all her hard work in running the trial using TUDELFT and BLUA and to Dennis Davis, BUCS for his technical help.